Starz Spins Casino - Игрок утверждает, что казино ненадлежащим образом отреагировало на его просьбу о соблюдении принципов ответственной игры.

Complaint Against StarzSpins Casino

I am submitting this complaint regarding StarzSpins Casino's handling of my account and responsible gambling requests.

I have repeatedly informed the casino that I have a gambling problem and requested restrictions to prevent me from accessing or depositing funds on their platform. I specifically asked them to track my activity and prevent further deposits and account access. Despite my requests, I was still able to create additional accounts and continue gambling.

Most recently, I opened another account and lost an additional $1,700. My total losses across the accounts are approximately $21,700.

I had previously contacted the casino from another account/email (Angelica********@gmail.com) regarding these concerns and requested assistance. Despite my earlier complaints, I was still able to open a new account and deposit funds. In my view, the casino failed to take adequate measures after being informed of my gambling issues and account concerns.

I am also concerned about account verification and payment handling practices. I informed the casino that I was depositing through my business account and using that same business account for withdrawals, while personal accounts were also being used. The casino allowed these transactions to continue. I also told them that they could track my IP address and other identifying information, but they did not take any action from their side. Deposits and withdrawals involving different accounts should have been carefully reviewed under the casino's policies.

I respectfully request that Casino Guru investigate the following issues:

Whether Star Spins properly handled my responsible gambling and self-exclusion requests.

Whether adequate measures were taken to prevent the creation of additional accounts after I informed them of my gambling problems.

Whether the casino followed its own policies regarding account verification and payment methods.

Whether a refund of my recent loss of $1,700, or other appropriate compensation, should be considered given the circumstances.

I have supporting evidence, including emails, chat records, account information, and transaction history, which I am prepared to provide for review.

Thank you for your time and assistance in reviewing this complaint.

Sincerely,

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the first time you requested to be self-excluded from this casino? Please forward me your original self-exclusion request, along with the casino's response, and all the other subsequent communication regarding the closure of your account at [email protected].
• How many duplicate accounts have you created at this casino? Have you filled out your personal information completely and truthfully in all your accounts?
• Have you passed the full KYC verification in any of your casino accounts?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika plz check i sent u email let me know if u need anything else

Thanks

Thank you for your emails.

Am I correct in understanding that when you created each of your accounts, you used different names?

Additionally, do you have any email communication with the casino where you requested self-exclusion due to gambling-related concerns? I have not received any such communication from you so far. The emails you forwarded contained only discussions regarding deposits made from a business account and the KYC process before requesting a withdrawal.

I would also like to address the tone used in one of your emails, where you used offensive language towards a casino representative. Please note that we understand players can be frustrated; however, disrespectful or intimidating communication is not acceptable. Any further attempts to verbally attack or intimidate Casino.Guru representatives or casino staff may result in restrictions being placed on your account on our website.

Our goal is to assist players and help resolve complaints as effectively as possible, and we kindly ask that all communication remain respectful.

Please check veronika i sent the email again

Thank you for your email.

To proceed with the investigation, we need to clearly verify the responsible gambling timeline.

Please provide the following:

1. The original emails in which you requested self-exclusion due to gambling-related problems, including the exact date and email address used.
2. Any confirmation or response from the casino regarding your self-exclusion request.
3. A complete list of all casino accounts you created (email addresses/usernames) and approximate dates of creation.
4. Clarification of which accounts were created before and after your self-exclusion request.
5. Confirmation of whether any of your accounts passed full KYC verification.

At this stage, we have not yet received the original self-exclusion communication, which is essential for assessing your claim.

Dear Sam66777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru